Horrible experience with Nike.com

I often purchase from Nike.com. The past 2 orders I had returns and the courier for collection never pitched on 3 occasions. I had to chat several times on the chat function but it always took a few times before I received assistance. There isnt always someone available to have the collection picked up from and I made special arrangements only for the cancelled order not to be collected. I am currently sitting on 4 chat's and still no return. 3 dates given and no pick up. Horrible experience.